AWS Contact Center

Category: Amazon Connect

Build multilingual voice experiences in Amazon Connect

As companies aspire to go global with their products and services, there is an increasing business need to offer voice customer experiences in a number of languages. The need to provide multilingual customer experiences can also arise from the local, state, or international regulatory requirements. Sometimes within the same geographic region, customer segments may speak […]

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How to handle unexpected contact spikes with Amazon Connect

Historically, and especially when there are events that are not anticipated, contact center managers have struggled to handle an unexpected increase in call volumes. If not handled properly, this can cause poor customer experiences, such as long wait times or callers unable to reach the contact center, resulting in loss of revenue. Traditional contact centers […]

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Adding voicemail features to Amazon Connect

By Erin Hall, Solution Architect, Amazon Connect at AWS Frank Boosman, Principal Business Development Manager at AWS Amazon Connect is an easy to use omnichannel cloud contact center that helps companies deliver better customer service at a lower cost. Today, thousands of businesses use Amazon Connect to serve millions of customers daily. Capital One uses […]

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Quickly set up remote contact center agents with Amazon Connect

For several years, knowledge workers have benefited from the ease of working from anywhere (offices or home). They usually have access to the right tools and technology (often a cell phone, laptop, and an internet connection) that allows them to leverage flexible work options. However, legacy contact center workers have not been so fortunate. They […]

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Measure latency for validation testing and troubleshooting in Amazon Connect

Setting up a contact center for your business is an important step in the direction of offering an enhanced customer experience to your end users. In such a scenario, it is vital that one should follow best practices as a part of the planning phase for your contact center to ensure smooth execution of deployment. […]

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Creating data-driven IVRs in Amazon Connect using a REST API

You can create effortless, friction-less, and personalized experiences when building contact flows in Amazon Connect. Your callers don’t have to traverse through a labyrinth of menus and prompts to reach a customer service representative and repeat their information again. The quicker you can address their immediate needs, the better your customer satisfaction. Data is at […]

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Updating your addresses with Amazon Connect and Amazon Lex

When someone moves, they spend time notifying their service account providers (electric, water, insurance, etc.) to update their address information. This post explains how to create an Amazon Lex bot in an Amazon Connect contact flow to automate the address update process. After you create the bot, you use AWS Lambda to confirm the new […]

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Cold Transfers with Amazon Connect

Making Cold Transfers Using the Amazon Connect Streams API

In most contact centers, the agents’ time is the most valuable commodity. Contact center supervisors make the most of that time by reducing the average handle time of interactions, so that agents can quickly address customer issues and move on to the next interaction. This approach has a broader impact on contact center key performance […]

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Keep Your Contact Data Clean by Using Session Attributes in Amazon Connect

Using data to create dynamic experiences is a great way to enhance the customer journey with Amazon Connect. Sometimes though, managing that data across Amazon Connect contact flows or AWS Lambda functions can require a level of data persistence that can lead to unnecessary attributes in the Amazon Connect contact trace records(CTRs). Examples of such […]

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Using WhatsApp and Amazon Lex to escalate to voice via Amazon Connect

Today, enterprises are revamping their existing channels, such as contact centers based on interactive voice response (IVR), to provide an enhanced, seamless experience to customers. They are motivated to create an omni-channel experience, using services like Amazon Connect and Amazon Lex to enrich customer experience at a low cost. They are also using channels like […]

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